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Training required staff on appropriate service support procedures. |
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Appropriate notification to Customer for all scheduled maintenance. |
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Facilitation of all service support activities involving incident, problem, change, and release and configuration management. |
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Meeting response times associated with service related incidents as listed in the table below. |
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Critical - A problem that prevents the Client from conducting normal business. Critical problems typically involve core processing failures, application crashes, or serious calculative errors. |
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Example-A statement routine run during reports processing that does not create the necessary statement output. An master setup window that does not permit new records to be created. |
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Response Timeframe- For calls logged during normal support hours, a return call must be made to the client within 30 minutes. For calls logged after-hours, a return call must be made within 1 hour |
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High - A problem that has a serious impact on Client’s operations, but does not prevent the client from conducting normal business. |
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Example- A address setup error that does allow to save it. A report with incorrect totaling or detail information. A e-space that has some data missing. |
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Response Timeframe-For calls logged during normal support hours, a return call must be made to the Client within 3 hours, but never later than the end of that business day. For calls logged after-hours, a return call must be made by 9 am local time the next day. |
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Medium - A problem that inconveniences the Client but does necessarily represent calculative errors or other software failures. |
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Example- A date range problem. Or a IP configuration error. |
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Response Timeframe- For calls logged during normal support hours, a return call must be made to the Client during the same business day. For calls logged after-hours, a return call must be made by the end of the next business day. |
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Low - A problem that is primarily cosmetic in nature. Low priority problems detract from the system’s elegance and polish, but not from its core functionality. |
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Example- One or more column headings on a report are out of alignment. The status line help for a window’s field is incorrect. The field name on a display window |
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Response Timeframe- For calls logged during normal support hours, a return call must be made to the Client during the same business day. For calls logged after-hours, a return call must be made by the end of the next business day |
